Director, Operations – Healthcare Customer Service

PM Consulting; Philippines; On-site; PHP 1,800,000 - 3,600,000; Full time

Job summary

PM Consulting is seeking an experienced Operations Director to lead large-scale healthcare customer service operations, driving excellence and client satisfaction. This role requires strategic thinking, P&L awareness, and the ability to manage executive stakeholders while guiding transformation initiatives.

You will build and develop leaders, optimize processes, and ensure KPIs, SLAs, and quality standards are met across multiple sites, with US business hours.

Qualifications

• Extensive leadership experience in Healthcare Customer Service or Healthcare Contact Center Operations.
• Experience managing 300+ employees in large-scale operations.
• Proven ability to influence executive leaders and cross-functional teams.

Responsibilities

• Lead large-scale healthcare customer service operations with accountability for service delivery, operational performance, and customer experience.
• Manage and develop high-performing operations leaders and support teams.
• Drive operational excellence through process improvement, performance management, and data-driven decision making.
• Build and maintain strong relationships with clients and senior business stakeholders.
• Lead governance discussions, business reviews, and strategic operational initiatives.
• Partner with cross-functional teams to support business growth, change management, and organizational transformation efforts.
• Ensure achievement of key performance indicators, service levels, quality standards, and business objectives.
• Foster a culture of accountability, engagement, and continuous improvement.

Skills

Healthcare leadership

Stakeholder management

Job description

Director, Operations – Healthcare Customer Service

Job Openings Director, Operations – Healthcare Customer Service

About the job Director, Operations – Healthcare Customer Service

We are seeking an experienced and strategic Operations Director to lead large-scale healthcare customer service operations within a dynamic and fast-growing organization.

This role goes beyond traditional operations leadership and requires a highly visible leader who can drive operational excellence, lead large teams, manage executive-level stakeholders, and support transformational business initiatives. The successful candidate will serve as a trusted partner to clients, internal leadership teams, and cross-functional stakeholders while ensuring exceptional service delivery and performance outcomes.

Key Responsibilities

• Lead large-scale healthcare customer service operations with accountability for service delivery, operational performance, and customer experience.
• Manage and develop high-performing operations leaders and support teams.
• Drive operational excellence through process improvement, performance management, and data-driven decision making.
• Build and maintain strong relationships with clients and senior business stakeholders.
• Lead governance discussions, business reviews, and strategic operational initiatives.
• Partner with cross-functional teams to support business growth, change management, and organizational transformation efforts.
• Ensure achievement of key performance indicators, service levels, quality standards, and business objectives.
• Foster a culture of accountability, engagement, and continuous improvement.

Qualifications

Required Experience

• Extensive leadership experience in Healthcare Customer Service or Healthcare Contact Center Operations.
• Proven success leading large-scale operations with responsibility for 300+ employees.
• Strong background in Member Services, Provider Services, or related healthcare support functions.
• Experience managing client relationships and participating in governance and business review discussions.
• Demonstrated ability to influence and collaborate with senior stakeholders and executive leaders.
• Experience operating within complex, matrixed organizations.

Preferred Experience

• Leadership experience within healthcare payer, managed care, healthcare services, or healthcare outsourcing environments.
• Experience supporting business transitions, operational transformations, or large-scale change initiatives.
• Multi-site leadership experience.
• Strong orientation toward process optimization, automation, analytics, and continuous improvement.

Ideal Candidate Profile

• Strategic and commercially minded leader.
• Strong executive presence and communication skills.
• Proven ability to balance operational execution with stakeholder management.
• Skilled in navigating complex organizational environments and driving alignment across multiple teams.
• Passionate about building high-performing teams and delivering exceptional client outcomes.

Work Arrangement

• Full-time leadership position
• US business hours

If you are a healthcare operations leader who thrives in client-facing environments and enjoys driving business transformation while leading high-performing teams, we would love to hear from you.